Make Your Feedback More Precise

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Here is an idea to help you make the most of your agent feedback sessions.

After listening in on your agents’ calls, you may have a long list of what your team need to do to improve. But if you aren’t tactful with how you deliver these suggestions, you could be risking information overload – which won’t do your agents or their performance any good.

One way to overcome this issue is to make your feedback more precise – and more memorable – by delivering each point using the Situation, Behaviour, Effect, Wish model.

Situation – What was the situation?
Behaviour – What did the agent do?
Effect – How did it affect the customer?
Wish – How should the agent act in the future?

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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